Analysing Service Quality and Its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

Canan Saricam*

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3 Atıf (Scopus)

Özet

The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

Orijinal dilİngilizce
Sayfa (başlangıç-bitiş)184-193
Sayfa sayısı10
DergiAutex Research Journal
Hacim22
Basın numarası2
DOI'lar
Yayın durumuYayınlandı - 1 Haz 2022

Bibliyografik not

Publisher Copyright:
© 2021 Canan Saricam, published by Sciendo.

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